Introduction

  1. Purpose: This policy establishes the guidelines for submitting Information Technology (IT) service requests at Rockhurst University to ensure a standardized and efficient process for managing IT work.
  2. Scope: This policy applies to all members of Rockhurst University who require IT services or support from the Computer Services team.

Types of Service Requests

The following list of services may be requested as part of this process.   

  1. Account and Access Issues: Requests related to creating new user accounts, resetting passwords, and granting or revoking access to various university systems and resources.
  2. Network and Internet Connectivity: Requests for troubleshooting network connectivity issues, configuring wireless access, and resolving internet connectivity problems in campus buildings and dormitories.
  3. Email and Collaboration Tools: Support for email account setup, email client configuration, and assistance with collaboration tools like Microsoft Office 365, Google Workspace, or university-specific platforms.
  4. Software and Application Support: Assistance with installing, configuring, and troubleshooting software applications used by students and faculty for academic purposes. This may include specialized software for specific disciplines and is limited to the software supported by Computer Services.
  5. Hardware and Device Support: Help with hardware-related issues, such as malfunctioning computers, printers, scanners, projectors, and other peripherals. IT staff may provide troubleshooting, repairs, or recommendations for hardware upgrades.
  6. Learning Management Systems (LMS): Support for the university's learning management system Canvas in conjunction with the eLearning Department. This includes assistance with course setup, user enrollment, and troubleshooting LMS-related issues.
  7. Classroom and Meeting Technology: Support for audiovisual equipment, multimedia projectors, interactive whiteboards, and other technology used in classrooms, lecture halls, labs and other gathering spaces on campus.
  8. Security and Data Protection: Requests related to cybersecurity, such as reporting phishing attempts, addressing malware infections, and ensuring data protection measures are in place. IT staff may also provide guidance on best practices for secure computing.
  9. Portal Support: Assistance with university websites, student portals, and online learning platforms. This may involve troubleshooting issues, updating content, and providing guidance on website navigation.

Service Request Process

  1. Help Desk Ticketing System: All IT service requests must be submitted through the designated Help Desk ticketing system.
  2. Required Information: Service request submissions must include the necessary information to facilitate proper handling and prioritization.
  3. Ticket Tracking: Each service request will be assigned a unique ticket number for tracking purposes throughout its lifecycle.

Request Details

  1. Business Details: Describe the business purpose or reason for the requested IT service, including any relevant background information.
  2. Vendor and Product Information: If applicable, provide details about vendors or specific products related to the service request.
  3. Funding Source: Indicate the funding source for the requested IT service, such as a specific department, project, or budget allocation.
  4. Due Date (if known): If a specific due date is known or required, it should be clearly communicated in the service request.

Software Purchases

  1. Minimal Requirements: All software purchases must meet the minimal software and hardware requirements specified by the Computer Services team.
  2. Approval Process: Software purchases will go through an approval process to ensure compatibility, licensing compliance, and alignment with university policies and standards.

Requirements Meeting and Target Date

  1. Requirements Meeting: Computer Services will schedule a requirements meeting with the requestor to fully understand the need and gather additional information.
  2. Target Date: Based on resource availability and shipping pipeline constraints, Computer Services will provide an approximate target date for the completion of the requested IT service.

Change Management

  1. Change Documentation: All significant changes resulting from IT service requests must be documented, including the details of the change, impact analysis, and implementation plan.
  2. Change Approval: Changes that may have a significant impact on systems or infrastructure must go through the appropriate change management approval process.

Compliance and Review

  1. Compliance with Policies: Ensure that all IT service requests adhere to relevant policies, procedures, and compliance requirements.
  2. Periodic Review: Conduct regular reviews of the IT service request process to identify areas for improvement, streamline workflows, and enhance customer satisfaction.

Training and Awareness

  1. User Training: May assist with finding training programs to educate users on the proper submission and management of IT service requests.
  2. Awareness Campaigns: Conduct awareness campaigns to promote the use of the Help Desk ticketing system and provide guidance on submitting comprehensive service requests.

Compliance and Enforcement

  1. Non-Compliance: Failure to comply with this policy may result in delays or prioritization changes for service requests or may require resubmission of incomplete requests.
  2. Policy Review: This policy will be periodically reviewed and updated to reflect changes in technology, industry best practices, and the needs of Rockhurst University.

Note: This policy provides a general framework for IT service requests specific to Rockhurst University's requirements. It is advisable to consult with the IT department and relevant stakeholders to customize the policy based on the university's specific needs and align it with industry best practices.